For Great Customer Service

Service Essentials

Want to build extraordinary customer service teams?

Service Essentials for Leaders will impact our organization as it will really create an increase in positive feedback and improve our feedback loop. This will boost morale and customer service in our office! It serves as a basic foundation of how to coach and provide feedback to team members.”

Participant, Pharmaceuticals Industry

Service Essentials™ for Leaders

Engage your leadership team to inspire your staff through this comprehensive management training program. Service Essentials™ for Leaders will help your managers create an energizing environment for your staff and empower them to build the infrastructure for customer service excellence.

Service Essentials™ for Leaders covers these management leadership training topics:

  • Inspiring people
  • Managing feedback and communication
  • Measuring service
  • Recognizing excellence 

Service Essentials™ for Leaders is energizing.
Interaction and real-world experiences are built into the learning process.

It’s easy to schedule.
We offer two full-day or four half-day training options to fit your scheduling needs.

It’s customizable.
Case studies may be customized to demonstrate service issues directly related to your business.

It’s behavior-based.
Individual assessment and action plans are included for improvement.

It’s lasting.
Each participant receives an Essential Practices Card. This pocket-sized tool provides a summary of critical skills and can be kept handy in the workplace to reinforce desired behaviors. Personal development plans may be built into your performance management system.

Participant Materials

Participant’s Manual: The participant’s manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-assessments, practice exercises, case studies and action plans. Each participant of the training will need a participant’s manual to experience the learning process.

Essential Practices Card: The Essential Practices Card is a pocket-sized tool designed to serve as a daily reminder of the customer service practices that reinforce the desired behaviors. Each participant’s manual includes one card for the learner’s reinforcement.

This program can be trained by someone in your organization.

Trainer’s Kit Includes:

Participant Manual: The participant’s manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, case studies, and action plans. Each participant of the training will need a participant’s manual to experience the learning process.

Facilitator’s Script: A step-by-step script for the facilitator to deliver the four modules of training to the staff. The facilitator’s guide is simple to follow and covers every detail for the novice trainer.

Facilitator’s Guide: A step-by-step guide for the facilitator to organize the logistics of the training. The guide includes a comprehensive training checklist, tips for facilitation, and the learning objectives for each module.

PowerPoint Masters: All modules are supported by visuals. The training kit includes masters on a CD Rom for the facilitator to show during the training. A soft copy of the presentation (Created in Microsoft® PowerPoint®) is included in the kit as well.

The Service Essentials for Leaders Trainer’s Kit includes all tools and information to train the program in-house. Moran Consulting offers training services in the event that you do not have in-house resources to deliver the training.

Service Essentials™ for Leaders Modules

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Inspiring people

Leadership’s role is to model essential practices that are exemplary for the front line staff. Your leader’s will master the essential practices required to generate a spirit of service and focus the organization on the customer.

  • Inspiring people

    Management’s role is to model essential practices that are exemplary for the front line staff. Your managers will master the essential practices required to generate a spirit of service and focus the organization on the customer.

  • Managing feedback and communication

    Organizations renowned for customer service excellence take feedback from customers and front line staff seriously. Your Leaders will master the skills to manage feedback and communication, thus improving your service and your business.

  • Measuring service

    Do you know what is most important to your customers about your service? Are you measuring it? Your Leaders will master a simple yet comprehensive approach to measuring service that will excite people. They will also learn to design measures for service areas and incorporate these measures into motivational ways to improve performance.

  • Recognizing excellence

    Staff recognition is often the first to falter when the going gets rough. Many times Leaders don’t have the skills or the time to recognize others. Your Leaders will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance.

Delivery Methods

Choose from the following delivery methods:

  • In-House Trainings: Bring your employees together to interact, problem-solve and build great teams together.
  • Webinars: Ideal if you have global and remote teams that make it challenging to have everyone together in one place at one time.
  • Train the Trainer: Moran will help you identify and train your in-house talent who, in turn, will train your other team members.
  • Do-It-Yourself: With our trainer kits your organization’s training team can learn to deliver our program to your entire team.

As a manager, I know this information will help me communicate and lead my team in a more effective manner.

Preview our industry-leading
customer service training program.